William Buettner Email & Phone Number

Nashville TN

• Improve efficiency and data quality by designing, implementing and configuring Salesforce and IT systems.
• Salesforce Administrator o Developed Vehicle Management App that eliminated 90% of mileage on personal vehicles and increased usage of leased agency vehicles. o Developed Agency wide dashboards to track key metrics and.
• IT Manager o Manage Partner agreements and purchases o Transitioned Payroll management system to Paylocity. o Reduced expenses moving services to inhouse and identifying licensing issues o Developed Intranet Site to.

• Lead a service team that supports 25,000 devices and hundreds of applications ensuring smooth operation of medical care on a 7x24 basis improving SLA’s, productivity and team performance.
• Developed daily automated reports for SLA’s using excel
• Utilized Tableau to analyze daily performance
• Developed monthly KPI reports for teams and employee performance
• Developed electronic customer accolade bulletin board using Yammer
• Developed printer inventory process through excel and One Drive

Greater Nashville Area, TN

• Implemented cloud-based inventory program and auditing process across account using Quickbase driving improved inventory accuracy
• Expanded field offices incorporated Murfreesboro and Wilson County Locations without SLA disruption.
• Exceed SLA Targets improving customer satisfaction and reducing backlog
• Reduced incident backlog by 40% by implementing individual KPI performance reports
• Implemented new onboarding program that reduced onboarding time by 50% and provides consistent performance to customers from new technicians.

Greater Nashville Area, TN

• Led continuous improvement by leading and providing strategic direction for a multinational technical support organization of 275 technical support specialists resolving 300K cases annually across a diverse product and.
• Improved efficiency 10-15% annually while sustaining or growing customer satisfaction.
• Reduced costs by transitioning 25% high cost US resources performing less technical tasks to lower cost Philippine resources.
• Awarded best customer care center in 2018 for performance around self-help, knowledge management, revenue generation and employee engagement.
• Doubled support services revenue by implementing a service sales lead program and providing paid technical support services through cloud and 7X24 IOT device monitoring.
• Developed and implemented the technical support knowledge and self-help strategy that reduced assisted interactions 3-10% annually.

Lavernge, TN

• Directed multiple teams to provide services and support for Energy Solutions and Buildings for the US and Canada, driving services 15-25% annual growth with a 41% gross margin.
• Increased revenue by developing new service offerings including warranty management, on-site maintenance, 7x24 service and proactive real-time maintenance.
• Developed software applications improving efficiency and repeatability for engineering services projects.
• Grew and expanded training business to include on-site, instructor led and web-based training programs for power management solutions.
• Led development of centralized customer care activities for the buildings system integration business to drive improved dispatching and revenue.

Lavernge, TN

• Managed multiple teams to provide services and support for Energy Solutions in US and Canada.
• Developed support contract business, growing 10-20% annually with 90% renewal rate.
• Provided technical support with the highest customer satisfaction to all power monitoring and relay customers.
• Developed expert CRM expertise by migrating through multiple CRMs including in house, Vantive and Salesforce.
• Implemented multiple 6 Sigma project to improve efficiency including improving lost call rate from double digits to less than 5%.
• Provided instructor led and web-based training programs for power management solutions with 20% annual growth.